Building a Brilliant (and Future-Proof) Service Desk

An IT support professional’s perspective on change.

Ever wonder why change is so hard. Join us as Mary Therese Durr, Director of Computing Support and Service Management at Boston College shares her experience with change and the dragon that impedes acceptance.

Mary Therese Durr is the Director of Computing Support and Information Technology Service Management at Boston College. Mary entered the technology field over twenty-five years ago as a computer programmer. She has moved from software development to computer lab management to networking to systems management and lastly to directing those who do all the real work. Her specialty is discovering people’s strengths. Mary has her Master's in Education, Research, Measurement, and Evaluation from the Boston College Lynch School of Education.

The best way to engage all employees is through their managers. Therefore Mary includes in her responsibilities partnering with Information Technology Services (ITS)-Human Resources to build and support a management training program for ITS as well as consulting with management as needed.

Every company today is a technology company. This trend has opened up new possibilities for every organization in any industry. Imagine if media companies let consumers experience scenes from their favorite TV show with augmented reality. Imagine if IT played an active role in retooling high-cost training and simulation environments with virtual reality.

Join Bill Briggs, CTO at Deloitte, and Ross Mason, Founder and VP of Product Strategy at MuleSoft, to learn what organizations and your business can look like in the future and how you can start today to make the imaginative possibilities into a reality.

Attendees will learn:

– How virtual and augmented reality, artificial intelligence, microservices, and the Internet of Things will disrupt businesses in the next 18-24 months
– How the digital future of businesses will impact the way IT plays a role within enterprises
– How companies can leverage API-led connectivity to build application networks that set the foundation for making the future into a reality sooner

Learn how to set up and socialize a ServiceNow roadmap that will save your team time and money.

You’ll also have the chance to download a 2-page free Vision and Roadmap template that can be used to stimulate discussion and decisions in your organization.

GPU technology improves Citrix virtual desktops and applications, but to truly deliver an immersive user experience that scales, organizations need to manage the complete GPU deployment lifecycle – from designing the infrastructure, to managing and optimizing a production environment, to responding to user issues dynamically, in real-time.

eG Innovations in partnership with NVIDIA is delivering comprehensive monitoring capabilities that enable IT to better manage all aspects of the user experience, tapping into new GPU-sourced insights that aid in design right-sizing, proactive infrastructure optimization and help desk issue remediation. This new joint solution integrates eG Enterprise with NVIDIA GRID software to provide actionable insights through host-level, guest-level, and application-level analytics.

Attend this webinar to learn how to deliver complete lifecycle management of the end user experience for GPU-powered applications and desktops.

Every one of our PPM customers is pursuing the same end goal – how to deliver the highest value to the organization. Working with hundreds of customers, we have learned that the answer requires a comprehensive approach across multiple disciplines. To drive bigger results and achieve greater PPM maturity, organizations need to improve PPM leadership, governance, change management, product management, development, support and other disciplines.

Please join us for this presentation that discusses how to achieve PPM excellence by building competencies across disciplines in-house with the option of augmenting that approach with Application Managed Services for CA PPM.

Every organization’s Agile transformation is different, however there are key landmines that can cause an organization’s Agile transformation to struggle. Join Andy Jordan, ProjectManagement.com as he discusses how you can avoid seven common Agile transformation mistakes and put your organization on the right path with Agile.

This session is approved for 1 Project Management Institute (PMI) PMP PDU Credit.

When applications and desktops are delivered over Citrix, the Citrix administration team becomes the front-line for responding to complaints about slow performance. But more than 60 percent of the time, the root cause of the problem lies outside of the Citrix environment.

In this webinar, you’ll learn how wire data analytics can enable Citrix administrators to not only see end-user experience for ICA sessions, but also dig into application and infrastructure performance to uncover the real reason for slowdowns.

Packet flow switching for today’s enterprise networks

Presenter: David VanValkenburg, Product Expert Infrastructure Management Devices

To take advantage of Digital Transformation (DX) initiatives, enterprises must collect, organize, and optimize the packets traversing their networks. But how do you handle such a monumental task, given the prevailing 10G+ speeds in your datacenters? Join our webinar to learn more about packet flow switching and its role in the “collect” step of DX. We will cover:

Options available to you when it comes to network visibility
Packet conditioning and its critical role in reducing the burden on your monitoring infrastructure
Lessons learned in deploying visibility infrastructures for service assurance and cybersecurity

CMDB Implementation is one of the most complicated of any ITSM programmes an organisation can undertake. The difficulties in creating a toolset, capable of linking hundreds of thousands of interconnected bits of data together in a meaningful manner while also supporting a highly fluid environment with dozens of changes each week, are formidable indeed.

Join Peter Hubbard, Principal ITSM Consultant at Pink Elephant EMEA, as he discusses the Pink Elephant approach to create a CMDB in the real world. He will demonstrate the critical importance of the scoping session and understanding the organisations requirements to ensure the CMDB supports the business. Peter will then show you how to turn those requirements into concrete actions to map and create your CMDB.

Faisal Usmani, Business Development and Strategy Lead for Comms at Cyient EMEA, will build on Peter’s theme; detailing how an effective CMDB implementation forms the basis for ITSM solutions. He will cite a case study that shows how this translates into a real world operational scenario that utilises actionable dashboards and provide valuable insights into your service performance at different levels within your organisation.

At the end of the session you should know the importance of being able to ask your ITSM organisation ‘For our CMDB, do we need a battle tank or body armour?’’

The competitive landscape of cloud computing in China and India looks very different today than it did a few years ago. Aside from gaining wholehearted support from local governments, positive investment climate has a role to play to ignite market interest and vendor support. While early cloud leaders like Amazon and Salesforce have helped define the evolving marketplace and invited further competition, local players, which used to be hampered by process oversights, are now turning to cloud-based business models and service delivery to reinvent themselves and stay agile as technology innovation collides with reality. How does the cloud market shape up in China and India so far? What types of cloud services will be important in near future? What does it mean for you going forward?